Contract renewal
I know there's a few discussion about contracts across the forum so apologies if this has been asked elsewhere...
I had an issue with my email and called for technical help on 23rd Jan 2025. During the conversation the agent brought up the fact the contract was ending soon, and she could get a new one set up (in fact it doesn't end until April 2025 but I didn't realise that during the conversation). So I agreed to at a marginally higher starting cost than my existing one. but with added value (faster brodband). So I accepted on the basis I could review the contract, anbd she told me I have 14 days to cancel.
On reviewing, I decided I did not need the additional benefits, so decided to cancel. This is where the fun began. Through the chat service, the first agent told me I was unable to cancel because the contract had begun. Then agreed I was within 14 days so possible to do. However, not possible to put me back to the previous contract. Then able to put me back but at significantly higher cost (ie without the 'discounts' which were applied at the time of the contract start 18 months ago)
He then transferred to 'retentions' and the agent told me that I can continue with the current contract (ie the new one) or leave VM. They were the only options. I asked him to clarify and confirm that again, which he did (I have retained the transcript)
I am pretty upset with this. I have remained loyal to VM for over 25 years. I'm also still shocked that this is the way the business runs regarding the contract.
Is this honestly correct?
